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Substitutions

JIRA tenant - koji-certification.atlassian.net

Jira Admin username - koji.owner@gmail.com

Jira Admin password - admin_ Pas$w0rd

Customer username - koji.customer@gmail.com

Customer password - customer_Pas$w0rd

Live agent username - koji.agent@gmail.com

Live agent password - agent_ Pas$w0rd

JSDM project name - Certification

FAQ article title – Koji sample article

First authentication

Prerequisites

1. Login as a Jira Admin to test Jira Service Desk Management instance

2. Add the Koji application to your instance. To do so, follow the instruction described on the Installation page.

Steps

1. Log in as a user in a channel. When you open a newly installed application, the bot greets you.

2. Start talking to the bot. When the bot prompts you to log in, enter the following data:

Expected result

The authentication is carried out successfully, the bot accepts and processes your initial input.

Conversation scenarios: interactions

Quick answer

Prerequisites

1. As a JiraAdmin go to Projects > Certification > Koji backoffice.

2. In Koji backoffice, go to Koji settings > Search.

3. Enable the Search the local FAQ parameter:

Steps

1. As a user, go to the chat.

2. Start a new conversation.

3. Select the Quick answer option.

4. When a bot asks you a question, reply with “Koji sample article”.

Expected result

The bot shows you the FAQ article with title “Koji sample article”.

Google support

Prerequisites

1. As a JiraAdmin go to Projects > Certification > Koji backoffice.

2. In Koji backoffice, go to Koji settings > Search.

3. Enable the Google G-Suite support search parameter:

Steps

1. As a user, go to the chat.

2. Start a new conversation.

3. Select the Google support option.

4. When a bot asks you a question, reply with “How can I create Gmail account?”.

Expected result

The bot shows you the article from Google Help center with the title “Create a Gmail account - Gmail Help”.

Request management — menu

Prerequisites

  • You have passed the authentication for the first time with the bot.

  • First time when you start managing your requests, bot may ask you for a project, so you must select one JSDM project from the list bot provides to you.

Steps

1. As a user, go to the chat.

2. Start a new conversation.

3. Select the Request management option.

Expected result

The bot shows you the request management menu. It should include the following:

  • Project ID: it must match the project you’ve selected before

  • Filter by Status (Open by default)

  • Current request type (All by default)

  • List of requests (empty for the new customer)

  • Button Create new

  • Switcher Quick status preview/List mode

  • Button Done

Request management — create new request

Prerequisites

  • You have passed the authentication for the first time with the bot.

  • First time when you start managing your requests, bot may ask you for a project, so you must select one JSDM project from the list bot provides to you.

Steps

1. As a user, go to the chat.

2. Start a new conversation.

3. Select the Request management option.

4. Click the Create new button in the menu.

5. Select a ticket type from the list and respond to all bot’s questions.

Expected result

The bot displays a success message with a link to the ticket. When you follow the link, it opens a ticket on the Certification customer portal.

Request management — file attachment

Prerequisites

  • You have passed the authentication for the first time with the bot.

  • First time when you start managing your requests, bot may ask you for a project, so you must select one JSDM project from the list bot provides to you.

Steps

1. As a user, go to the chat.

2. Start a new conversation.

3. Select the Request management option.

4. Click the Create new button in the menu.

5. Select a ticket type from the list and respond to all bot’s questions.

6. When the bot asks about the request summary, you can attach files.

Expected result

The bot sends a success message with a link to the ticket. When you follow the link, it opens a ticket on the Certification customer portal. All the attached files are present, as a requests’ comments.

Conversation scenarios: direct input

Hello

Prerequisites

  • You have passed the authentication for the first time with the bot.

Steps

  1. As a user, go to the chat.

  2. Start a new conversation.

  3. Type hello .

Expected result

The bot will greet you and provide the most common options you can use.

Help

Prerequisites

  • You have passed the authentication for the first time with the bot.

Steps

  1. As a user, go to the chat.

  2. Start a new conversation.

  3. Type help.

Expected result

The bot will display a list of options that that you can use.

Search in the internal knowledge base

Prerequisites

  • Same as for the appropriate scenario with interactions.

Steps

1. As a user, go to the chat.

2. Start a new conversation

3. Type Koji sample article.

Expected result

The bot shows you the FAQ article with the title “Koji sample article”.

Google support

Prerequisites

  • Same as for the appropriate scenario with interactions.

Steps

  1. As a user, go to the chat.

  2. Start a new conversation.

  3. Type How can I create Gmail account?.

Expected result

The bot shows you the article from Google Help center with the title “Create a Gmail account - Gmail Help”.

Request management — menu

Prerequisites

  • Same as for the appropriate scenario with interactions.

Steps

  1. As a user, go to the chat.

  2. Start a new conversation.

  3. Type list tickets.

Expected result

The bot shows you the request management menu. It should include the following:

  • Project ID: it must match the project you’ve selected before

  • Filter by Status (Open by default)

  • Current request type (All by default)

  • List of requests (empty for the new customer)

  • Button Create new

  • Switcher Quick status preview/List mode

  • Button Done

Request management — create new request

Prerequisites

  • Same as for interaction

Steps

  1. As a user, go to the chat.

  2. Start a new conversation.

  3. Type create ticket .

  4. Select a ticket type from the list and respond to all bot’s questions.

Expected result

The bot displays a success message with a link to the ticket. When you follow the link, it opens a ticket on the Certification customer portal.

Stop

Steps

  1. As a user, go to the chat.

  2. Start a new conversation.

  3. At any time of conversation type stop or exit.

Expected result

The bot will send the message that conversation is finished and provide options in order to start a new one.

Conversation scenarios: chat commands

#help

Steps

1. As a user, go to the chat.

2. Start a new conversation.

3. Type #help.

Expected result

The bot responds with instructions and tips of what you can do with the bot.

#exit

Steps

  1. As a user, go to the chat.

  2. Start a new conversation.

  3. At any time of conversation type #exit.

Expected result

The bot will send the message that conversation is finished and provide options in order to start a new one.

Live agent support

No operators available

Steps

1. As a user, go to the chat.

2. Start a new conversation.

3. Type talk to operator.

Expected result

The bot replies that no operators are available and that you can create a request.

Transfer to an agent

Prerequisites

  1. As a JiraAdmin go to Projects > Certification > Koji backoffice.

  2. In Koji backoffice, go to Koji settings > Live agent.

  3. Enable the Enable the live chat so your customers can interact with live agents. parameter:

  4. In Koji backoffice, go to Configuration > Tenants > Tenant role setup.

  5. Set role Live agent to your customer.

Steps: agent preparation

  1. As a user, go to the chat.

  2. If authentication is not passed yet, provide the credentials.

  3. Start a new conversation.

  4. Type #on.

Expected result

The bot will send a message about ‘on duty’ status.

Steps: transfer to an agent from user side

  1. As non-agent user go to chat (may use portal chat or chat component inside Koji backoffice).

  2. Start a new conversation.

  3. Type transfer to an agent.

Expected result

  • The bot will send a message that agent will take this conversation and got a summary.

  • If user send a message, this message will also be sent to a live agent.

  • If agent send a message, user will see it on user’s side with agent’s name.

Steps: transfer to an agent from agent side

  1. As an agent go to chat.

  2. Prepare yourself as ‘on duty’ as it is described above.

  3. Wait for a user who ask talking to a live agent

Expected result

  • The bot will send the username and conversation summary.

  • If user send a message, this message will also be sent to a live agent.

  • If agent send a message, user will see it on user’s side.

Steps: closing the conversation

  1. From any side (agent or non-agent user) in a chat type #exit.

Expected result

  • The bot will send a message to both sides that conversation is finished.

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